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We have just opened a soft play centre.
We bought a shabby soft play and pumped lots of money into making it fresh, modern and clean.
We've added bits, re-covered bits and freshened up the existing equipment. It's lovely.
99% of people are thrilled and leave positive comments but the odd few are just negative without any actual feedback. I may have thin skin but why do the negative comments make you feel so s
t and take up so much of your time?
We had someone on our local Facebook group say he went today and it was 'not good' but with no reasoning. We've had positive reviews today too but I can only think of this one.
What can I do to stop dwelling on things like this? Do we respond or just ignore?
It's not just 'offence' but family and friends are on these pages so it is embarrassing also.
Sorry for the pointless rant but advice is welcome. We've been open for two weeks so it's all fresh!
We bought a shabby soft play and pumped lots of money into making it fresh, modern and clean.
We've added bits, re-covered bits and freshened up the existing equipment. It's lovely.
99% of people are thrilled and leave positive comments but the odd few are just negative without any actual feedback. I may have thin skin but why do the negative comments make you feel so s
t and take up so much of your time? We had someone on our local Facebook group say he went today and it was 'not good' but with no reasoning. We've had positive reviews today too but I can only think of this one.
What can I do to stop dwelling on things like this? Do we respond or just ignore?
It's not just 'offence' but family and friends are on these pages so it is embarrassing also.
Sorry for the pointless rant but advice is welcome. We've been open for two weeks so it's all fresh!
Edited by BigGingerBob on Sunday 8th June 21:11
The best advice I can give is to reply to all comments and reviews.
For the ones who leave ‘not good’ with no other context, writing something like ‘Hi XXXX, thanks for your feedback about your visit. We always strive to give our customers the best experience here at XXXX, we’d love to hear more about your visit - it would be great if you could email us at XXXX@XXXX.com - Kind regards.’
Or similar. You won’t get an email (99% of these people will never bother to give any more context) but it shows other people that you read the comments and are actively trying to deal with any negative reviews.
Just my 2c. I deal with Google reviews for 4 businesses and this is what I do. People look at the negative ones and if you at least acknowledge them and seem to be trying to deal with it, that goes a long way.
And make sure you respond to all the positive ones as well.
For the ones who leave ‘not good’ with no other context, writing something like ‘Hi XXXX, thanks for your feedback about your visit. We always strive to give our customers the best experience here at XXXX, we’d love to hear more about your visit - it would be great if you could email us at XXXX@XXXX.com - Kind regards.’
Or similar. You won’t get an email (99% of these people will never bother to give any more context) but it shows other people that you read the comments and are actively trying to deal with any negative reviews.
Just my 2c. I deal with Google reviews for 4 businesses and this is what I do. People look at the negative ones and if you at least acknowledge them and seem to be trying to deal with it, that goes a long way.
And make sure you respond to all the positive ones as well.
I’d respond professionally and ask for more information, you never know, you might uncover something useful, and there’s always room for improvement.
That said, the only way to avoid negative feedback entirely is to have no customers. It’s a numbers game. It’s going to happen sooner or later.
That said, the only way to avoid negative feedback entirely is to have no customers. It’s a numbers game. It’s going to happen sooner or later.
I'd not worry too much, his kid could have fallen and smacked it's head through it's own stupidity (mine does that at our local soft play place, which is also a bit shabby in places, or he spilt his drink over himself.
Keep an eye on the post though, you want the local yummy mummies/professional unemployed/your usual crowd to chime in disagreeing with them. This will lead people who dont know you but see the post flick past their screen discovering you.
Keep an eye on the post though, you want the local yummy mummies/professional unemployed/your usual crowd to chime in disagreeing with them. This will lead people who dont know you but see the post flick past their screen discovering you.
Do what The Rotrex Kid says, and then hide their post too, they will still see it, as will their friends, but others will not. They won't know you have hidden it either.
To be honest, most of their friends will know they are a bit of a nob or be the sort of people you don't want in anyway.
To be honest, most of their friends will know they are a bit of a nob or be the sort of people you don't want in anyway.
The Rotrex Kid said:
The best advice I can give is to reply to all comments and reviews.
For the ones who leave not good with no other context, writing something like Hi XXXX, thanks for your feedback about your visit. We always strive to give our customers the best experience here at XXXX, we d love to hear more about your visit - it would be great if you could email us at XXXX@XXXX.com - Kind regards.
Or similar. You won t get an email (99% of these people will never bother to give any more context) but it shows other people that you read the comments and are actively trying to deal with any negative reviews.
Just my 2c. I deal with Google reviews for 4 businesses and this is what I do. People look at the negative ones and if you at least acknowledge them and seem to be trying to deal with it, that goes a long way.
And make sure you respond to all the positive ones as well.
This.For the ones who leave not good with no other context, writing something like Hi XXXX, thanks for your feedback about your visit. We always strive to give our customers the best experience here at XXXX, we d love to hear more about your visit - it would be great if you could email us at XXXX@XXXX.com - Kind regards.
Or similar. You won t get an email (99% of these people will never bother to give any more context) but it shows other people that you read the comments and are actively trying to deal with any negative reviews.
Just my 2c. I deal with Google reviews for 4 businesses and this is what I do. People look at the negative ones and if you at least acknowledge them and seem to be trying to deal with it, that goes a long way.
And make sure you respond to all the positive ones as well.
When I read a negative review, a reply like this mitigates it for me.
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